Customer Care Manager

Customer Care Manager – Oak park, MI – HybridImagine working in a place where your manager truly believes in your personal and professional development.It’s not imaginary. It’s imageOne. It’s for real. We have an award-winning company culture like none you’ve ever experienced. We offer fantastic opportunities for professional development, financial stability and personal fulfillment.We invest in your success. Each year you will complete a Vision and Goals Worksheet outlining your personal, professional and health goals. Our Leadership Team is required and excited to help you reach your ambitions.We strive for life balance, not work-life balance. We genuinely want you to be happy.We love to surprise you. Every single one of our team members gets a “We Care Friday” – an unexpected phone call on Thursday to tell you, “Don’t come in tomorrow. We’ve got you covered!”No secrets here! We practice open book management, so you will always understand our financials. You’ll learn how to read an income statement and balance sheet like a pro and you’ll be financially rewarded through our profit bonus program.We hire awesome people who strive to deliver extraordinary service. We’re looking for an experienced Customer Care Manager to join our growing team. We’d love to talk to you!As the Customer Care Manager, you are responsible for the customer experience through leadership of our team. In this role you will be developing and maintaining the processes to ensure quality, efficient and extraordinary service is provided to our customers. The ideal candidate will have experience as a servant leader in a managed services environment, eager to drive team success with enthusiasm! ResponsibilitiesTeam Leadership: coaching, feedback, communication, mentorConduct regular 1-1s with customer care team membersFacilitate, coordinate, lead and execute team strategyCreate and maintain metrics to enhance performanceEscalated customer concernsDevelop and drive process improvementsInbound phone calls and national service dispatchOrder processing Identify and reduce waste within departmentConsistency and integrity of data within ERP RequirementsExperience and success with resolving customer escalationsMinimum 3 years servant leadershipMinimum 5 years customer care experienceBachelor’s degree (preferred qualification)High attention to detail and follow throughExcellent communication skills – both written and verbalProfessional attitude with a desire to learn and growProficient with Microsoft O365 suiteAlignment with imageOne core valuesEnjoy what you do! Core CompetenciesCustomer-FocusedEnergyLeader & CoachContinuous ImprovementDrive to Achieve PerksAmazing workplace cultureCompetitive salaryHybrid work scheduleMedical, prescription drug, dental, and vision benefitsHealth savings account benefitsFlexible spending account benefitsCompany paid life insurance401k matching programPaid time off programAdditional days off: Community Service Day, Your Birthday, We Care Friday (Surprise Friday off)